Sam's Club Travel / Poorly Trained Customer Service
In June of 2008, I book a vacation package through Sam’s club travel from Washington DC to Ft Myers Florida. As part of the package I purchased the travel protection. Unfortunately, Tropical Storm Fay was bearing down on the southwestern coast of Florida the day I was to arrive. The airlines cancelled the flight the day before but I was able to reschedule the flight with no problems. Next I contacted the hotel to change my travel. According to the clerk at the hotel, there were still rooms available that matched my room description and I was told yes but to contact the booking agent to change my reservation. The problem I encountered was Sam’s Club travel staff. I spent almost three hours on the phone with various staff people and most of that time I was on hold trying to change my reservation. I am convinced that placing customers on hold it a tactic and is extremely aggravating. They were able to change the reservation but not without is costing me additional cash for which I should not have been charged due to the fact the circumstances were completely out of my control due to weather. Their system did not show the same room description available even though I relayed what the hotel staff had explained to me earlier. The staff was unwilling to contact the hotel directly to inquiry whether the fees could be waived. Their attitude was “too bad” either pay the additional monies or cancelled! As a last resort, I tried to book the hotel directly but given the short notice the cost was outrageous. In the end I was forced to incur additional costs because your policies and staff were not flexible enough to accommodate unforeseen events like weather. The whole situation was unfortunate and has left a sour taste in my mouth. I will never make travel plans through them again.